Calabrio

MAY 28, 2019

The Calabrio team is excited to announce we have been recognized as the only May 2019 Gartner Peer Insights Customers’ Choice for Workforce Engagement Management (WEM). This distinction is based on 115 customer reviews that overall rate Calabrio 4.4 out of 5 as of May 23, 2019 for WEM. Read the full review.

2019 79

2019 Insights Engagement Management 79

Oracle

FEBRUARY 5, 2019

In honor of Valentine’s Day this month, I asked some of the most brilliant CX thought leaders about what they LOVE about CX in 2019, and where practitioners should focus their time and attention. What CX Leaders LOVE in 2019. It’s measuring customer experience in tasks, rather than in how the company changes its behavior.

2019 92

2019 Customer Experience Leadership Webinar 92

BlueOcean

OCTOBER 4, 2021

And it’s one that undeniably impacts our perception of the customer experience. Exploring Customer Care in the Subscription Economy. The pandemic only accelerated the growth of the subscription economy, which has seen an incredible 437% growth since 2012—and a 66% increase from 2019 to 2020. Let’s dive right in.

Customer Experience 194

Customer Experience Magazine 2012 Customer Care 194

NetBase

MAY 17, 2019

They planned exclusive mixology events in hip neighborhoods and venues, offering cocktail instruction by Hennessy mixologists and brand ambassadors, weaving in the history of Hennessy and cognac to connect the experience to the brand’s lengthy tradition. Is creating experiences enough to win you loyal customers for life?

Customer Care 52

Customer Care Engagement Fashion Social Media 52

Avaya

MARCH 19, 2019

Hristiyana Ivanova is the Assistant Operations Manager for C3i Solutions’ Global Service Delivery and Digital Experiences team. This blog was first published Jan 31, 2019 on the C3i Solutions blog. It’s time to prepare for the growth of digital and social in customer care in 2019. Social Media for Customer Care.

Social Media 45

Social Media 2019 Poor Customer Service Customer Care 45

BlueOcean

OCTOBER 4, 2021

And it’s one that undeniably impacts our perception of the customer experience. Exploring Customer Care in the Subscription Economy. The pandemic only accelerated the growth of the subscription economy, which has seen an incredible 437% growth since 2012—and a 66% increase from 2019 to 2020. Let’s dive right in.

Customer Experience 156

Customer Experience Magazine 2012 Customer Care 156

Calabrio

AUGUST 7, 2019

Anyone working in the contact center industry knows Customer Contact Week (CCW) to be the end-all, be-all event for customer experience, contact center and customer care professionals. Every team member—including management—is required to complete each training course with a minimum passing score of 100 percent.

Contact Center 75

Contact Center 2019 Net Promoter Score NPS 75

NetBase

DECEMBER 13, 2019

Brands reaching these media-connected consumers have advanced social analytics informing strategic outreach decisions. Unless your audience is very old (and exclusively, very old) it’s a safe assumption that a substantial portion of your potential customer base is spending a good bit of time online. And for good reason.

Consumers 52

Consumers Connections Advertising Brands 52

NetBase

JULY 25, 2019

Our 2019 Global Social Media Market Survey Report presents findings from a global survey of more than 1,700 senior marketers around the world. And, in turn, they’re able to connect meaningfully with segments instead of just capturing (and speaking to) surface insights. manage their customer care.

Social Media 65

Social Media 2019 Marketing ROI 65

Team HGS

JANUARY 9, 2019

HGS Roundtable: Top Customer Experience (CX) Trends in 2019. Each year, we publish our list of top customer experience (CX) trends —our on-the-ground forecast of how BPO partners will be called on to cost-effectively address the next year’s CX and service needs. But some would say our industry is hitting its stride.

2019 40

2019 Customer Experience Social Media 2024 40

Pointillist

MAY 19, 2020

By Stephanie Ventura Customer experience is more important than ever in 2020. But what makes some organizations more effective than others at managing customer journeys, measuring outcomes and improving experiences? As organizations align their teams around the customer, developing journey-based roles are growing in importance.

Customer Journey 94

Customer Journey Measurement 2020 Management 94

Lithium

DECEMBER 28, 2020

So, what caused 500+ busy executives and managers from brands including USAA, Google, and Facebook to fly into Austin? So how can your brand stand out in the areas your customers care about? Paid social media is vital for getting your products in front of your prospects and customers today.

Engagement 52

Engagement Social Media 2019 ROI 52

ShepHyken

SEPTEMBER 10, 2021

Customers want their concerns resolved swiftly, without having to wait in line or being handed from one executive to another. . A good customer experience (CX) begins with a 24-hours seamless website user experience, followed by top-notch customer care, and concludes with the receiving of the product/service purchased from you. .

Customer Experience 100

Customer Experience Advertising Customer Expectations 2011 100

SurveySparrow

NOVEMBER 28, 2019

We just can’t stop talking about the sensational cx conferences that 2019 exhibited. Also, the sessions will cover topics like finance, supply chain, employee engagement, talent management, robotics, blockchain, and digital transformation and much more. Who should Attend: CX managers, Board members, CEOs.

2020 96

2020 Customer Experience Workshop 2019 96

Currency Alliance

JUNE 19, 2019

At the same time, loyalty technology microservices are now emerging which can operate in front of your existing loyalty stack – making it easier to adapt to new opportunities and manage your customer data without upending your entire infrastructure. Harnessing the power of marketplaces. Improved financial control of loyalty marketing.

Magazine 49

Magazine Loyalty 2019 Loyalty Programs 49

Michel Falcon Experience

JANUARY 3, 2020

Often, companies only provide customer service training for their frontline employees like customer care professionals and sales team members. However, doesn’t your Purchasing Manager manage the relationship with your suppliers? Doesn’t your Controller manage the relationship with your bank and investors?

2020 99

2020 Customer Service Culture Call Center 99

Lithium

SEPTEMBER 12, 2019

So, what caused 500+ busy executives and managers from brands including USAA, Google, and Facebook to fly into Austin? So how can your brand stand out in the areas your customers care about? Paid social media is vital for getting your products in front of your prospects and customers today.

Engagement 40

Engagement Social Media 2019 ROI 40

Lithium

SEPTEMBER 12, 2019

So, what caused 500+ busy executives and managers from brands including USAA, Google, and Facebook to fly into Austin? So how can your brand stand out in the areas your customers care about? Paid social media is vital for getting your products in front of your prospects and customers today.

Engagement 40

Engagement Social Media 2019 ROI 40

NetBase

APRIL 25, 2019

But the tools below – updated for 2019 – will surely get you started. How are you doing with customer care? Here’s a quick refresher of areas to analyze to recalibrate your brand for the remainder of 2019, along with tools that will give you the data you need. 3 Crisis Management Tools for Brand Health. Snaplytics.

Social Media 66

Social Media 2019 Multi-Channel Demo 66

Lithium

JUNE 17, 2019

Social media and the customer journey can no longer exist in separate silos. Through paid social, organic marketing, analytics, and customer care, social media marketing must instead touch consumers at every step of the customer journey. A courtesy copy of the report can be found here.

ROI 40

ROI Social Media 2019 Advertising 40

Lithium

JUNE 17, 2019

Social media and the customer journey can no longer exist in separate silos. Through paid social, organic marketing, analytics, and customer care, social media marketing must instead touch consumers at every step of the customer journey. A courtesy copy of the report can be found here.

ROI 40

ROI Social Media 2019 Advertising 40

Lithium

JUNE 17, 2019

Social media and the customer journey can no longer exist in separate silos. Through paid social, organic marketing, analytics, and customer care, social media marketing must instead touch consumers at every step of the customer journey. A courtesy copy of the report can be found here.

ROI 40

ROI Social Media 2019 Advertising 40

Magellan Solutions

MAY 3, 2022

Being in the front-end, call centers create a direct connection between customers (even prospects) and businesses. To resolve this concern, many businesses opt to call center outsourcing — the process of subcontracting customer care services , sales/telemarketing functions , and market research to a service vendor.

Call Center 81

Call Center Telecommunications Banking Financial 81

Lithium

NOVEMBER 16, 2018

Social media and the customer journey can no longer exist in separate silos. Through paid social, organic marketing, analytics, and customer care, social media marketing must instead touch consumers at every step of the customer journey. A courtesy copy of the report can be found here.

ROI 40

ROI Social Media 2019 Advertising 40

Lithium

NOVEMBER 16, 2018

Social media and the customer journey can no longer exist in separate silos. Through paid social, organic marketing, analytics, and customer care, social media marketing must instead touch consumers at every step of the customer journey. A courtesy copy of the report can be found here.

ROI 40

ROI Social Media 2019 Advertising 40

Lithium

NOVEMBER 16, 2018

Social media and the customer journey can no longer exist in separate silos. Through paid social, organic marketing, analytics, and customer care, social media marketing must instead touch consumers at every step of the customer journey. A courtesy copy of the report can be found here.

ROI 40

ROI Social Media 2019 Advertising 40

Lithium

NOVEMBER 16, 2018

Social media and the customer journey can no longer exist in separate silos. Through paid social, organic marketing, analytics, and customer care, social media marketing must instead touch consumers at every step of the customer journey. A courtesy copy of the report can be found here.

ROI 40

ROI Social Media 2019 Advertising 40

NICE inContact

MAY 17, 2019

People — Is there a culture of customer service and customer care that is conveyed to every single employee? Process — Do you have sound systems for feedback management that incorporate both customer and employee feedback and that have a foundation for continuous improvement?

Metrics 59

Metrics 2019 Measurement Leadership 59

Call Experts

FEBRUARY 12, 2020

Three primary trends are driving the customer care industry: diversified cloud-based solutions. omnichannel management that supports digital transformation. By actively harnessing a set of cloud-based AI-powered technologies, contact centers are infusing intelligence across the entire customer contact landscape.

Contact Center 69

Contact Center 2020 Call Center Omnichannel 69

Integrity Solutions

MARCH 3, 2020

For several years we’ve been participating in Customer Contact Week (CCW), the world’s largest customer contact event series. Both in 2018 and 2019, we polled CCW attendees about the critical issues they’re facing in two overarching categories: agent challenges and operational challenges. of the critical issues they’re facing.

Contact Center 59

Contact Center 2018 2019 Culture 59

ShepHyken

DECEMBER 24, 2018

After being rude and hanging up on the customer, the manager stepped in and gave support – to the customer and the employee. This story sets up an important lesson that reinforces the power that managers and leaders have to influence (positively) an employee’s future. This article focuses on empowerment.

E Commerce 90

E Commerce 2018 Article Customer Service 90

Think Customers

MARCH 28, 2022

Gig customer experience (gigCX) workers—independent contractors, freelancers, and other temporary workers who provide customer support and other related services—are a natural fit in the contact center space. According to a 2019 study by researchers at Yale University, flexibility was the main driver among gig workers.

Contact Center 105

Contact Center Effort Score Metrics 2023 105

SurveySparrow

NOVEMBER 28, 2019

We just can’t stop talking about the sensational cx conferences that 2019 exhibited. Also, the sessions will cover topics like finance, supply chain, employee engagement, talent management, robotics, blockchain, and digital transformation and much more. Who should Attend: CX managers, Board members, CEOs.

2020 52

2020 Customer Experience Workshop Events 52

Comm100

MAY 20, 2022

Thanks to its speed and convenience, live chat software empowers agents to provide the type and quality of support that today’s consumers need, all while: Reducing operational costs Improving efficiency Increasing availability Building stronger connections and Improving customer satisfaction (CSAT). Reduce support costs.

2021 77

2021 Multi-Channel Consumers Connections 77

ShepHyken

JANUARY 18, 2019

Time to start planning for your 2019 customer experience initiatives. Customer Experience will be the primary focus for successful operations in 2019 but is that “unwavering commitment to better CX” controlled by smaller metrics that don’t have a big effect on the experience as a whole?

Blog 95

Blog Customer Experience Contact Center Airlines 95

Lithium

AUGUST 28, 2019

As of July 11, 2019, all Khoros Care customers will have access to branded in-app messaging, automation framework, and agent activity metrics — all included with your current Care subscription. To get going with these new enhancements, simply connect with your account executive. Branded In-App Messaging.

Social Media 40

Social Media Metrics Customer Care Innovation 40

Lithium

AUGUST 28, 2019

As of July 11, 2019, all Khoros Care customers will have access to branded in-app messaging, automation framework, and agent activity metrics — all included with your current Care subscription. To get going with these new enhancements, simply connect with your account executive. Branded In-App Messaging.

Social Media 40

Social Media Metrics Customer Care Innovation 40